Terms and Conditions

Definitions and Interpretation

In these Terms and Conditions, the following terms shall bear the following meanings:

• "Customer", "you" or "your" means the person or entity requesting, booking, paying for or receiving the services.
• "GoMove", "the Company", "we", "us" or "our" means GoMove and its employees, contractors, representatives and authorised service providers involved in providing the Services.
• "Moving Partner" means an independent transporter, contractor or authorised service provider appointed by GoMove to perform all or part of the Services.
• "Goods" means the items to be moved, transported, packed or handled.
• "Quotation" means the written estimate provided by GoMove based on the information you supply.
• "Services" means moving, transport, packing, wrapping, loading, offloading, dismantling, reassembly, handling and any related service agreed in writing.

Clause headings and the heading of this Agreement are for convenience only and are not to be used in its interpretation.

Acceptance of Terms

By requesting a quotation, confirming a booking, accepting Services, signing electronically, replying by email or WhatsApp to confirm GoMove’s provision of the Services, or otherwise instructing GoMove to proceed in any manner whatsoever, you confirm you have read, understood and accepted these Terms.

If you book on behalf of another person, household or business, you confirm you are authorised to accept these Terms on their behalf. Any variation must be agreed in writing by GoMove. Verbal discussions do not amend these Terms unless confirmed by GoMove in writing.

Quotations, Estimates and Scope of Work

Quotations are based on the information you supply at the time of quoting, including addresses, inventory, access conditions, floors, stairs, lifts, walking distances, parking, dates, additional stops, and special handling requirements. Unless stated otherwise, quotations are valid for 30 (thirty) calendar days and are subject to availability, inventory changes and operational conditions that materially affect the move.

A quotation covers only the services, addresses, inventory and arrangements recorded in writing. Additional work, items, time, labour, distance or waiting may result in additional charges. Photographs, videos, online forms, WhatsApp messages and inventory lists may be used to prepare a quotation, but you remain responsible for ensuring the information supplied is accurate and complete.

Use of Moving Partners

GoMove may perform the Services through approved Moving Partners, each acting as an independent contractor and not as an employee, agent or partner of Customer except to the extent such a relationship is imposed by applicable law, using vehicles, crews, uniforms, equipment and branding that differ from GoMove’s own branding or from images, videos, advertisements, website content or other promotional materials published by GoMove.

Unless GoMove expressly confirms otherwise in writing, no particular vehicle colour, vehicle type, branding, logo, uniform, crew appearance or other visual feature is guaranteed for a booking. Promotional materials are illustrative of the Services and do not form part of the agreed scope of the Services or the booking confirmation.

The absence of GoMove branding on a vehicle, crew member, uniform or equipment does not mean that the relevant person or vehicle is not authorised by GoMove to perform the Services. GoMove remains your primary point of contact for the booking, payment, service queries, complaints and incident notifications in accordance with these Terms.

Bookings and Confirmation

GoMove may decline, postpone or cancel a booking where required information has not been supplied, access is unsafe or impractical, or the service cannot reasonably be performed as requested.

You must check the booking confirmation and notify GoMove immediately if any details are incorrect.

GoMove allocates crews, vehicles and time slots based on the confirmed booking, and you accept and agree that any changes requested after confirmation may affect pricing and availability.

GoMove will use reasonable efforts to ensure that personnel assigned to your move are appropriately trained and competent for the Services booked, suitably presented, professional and courteous, and compliant with applicable safety and site requirements.

GoMove requires drivers used for the Services to hold the licences, permits and authorisations required by applicable law, and requires Moving Partners to maintain vehicles in a roadworthy and safe operating condition.

Customer Responsibilities

You carry the responsibility of ensuring the move can be performed safely and efficiently, with all relevant risks disclosed before moving day.

You must provide accurate, complete and timely information, including a full inventory of Goods, access restrictions, stairs, lifts, walking distances, parking limitations, estate rules and any items needing special handling.

You must specifically disclose unusually heavy, fragile, high-value or complex items, including pianos, safes, pool tables, gym equipment, large appliances, glass furniture, artwork, antiques and mirrors.

You must ensure Goods are ready for collection when the crew arrives, unless packing services are included.

A responsible person must be present at both collection and delivery, unless agreed otherwise in writing.

You are responsible for securing pets, children and other persons who may interfere with the move.

Customer Packing and Preparation

Unless packing services are included in the quotation, you are responsible for ensuring Goods are properly packed, sealed, labelled and ready before the crew arrives.

You accept responsibility for Goods packed by you, including the suitability of boxes, tape and protective materials. Goods-in-transit cover does not apply to customer-packed Goods where damage results from poor packing, weak or reused cartons, overfilled boxes, unprotected fragile items or loose contents.

Electronics and appliances should be prepared according to manufacturer recommendations. Fridges, freezers, washing machines and similar items must be emptied and prepared before collection.

Fragile, High-Value and Sentimental Items

You must identify fragile, high-value, sentimental or irreplaceable items before the quotation is finalised and again before the move begins.

GoMove may refuse to transport such items, require special packing, recommend separate transport or require that you transport the item personally.

Where you elect to include such items, they remain at your own risk unless separately covered in writing. GoMove does not accept responsibility for sentimental, restoration or market-value loss beyond ordinary replacement value.

Restricted and Prohibited Items

For safety and legal reasons, GoMove does not move hazardous or flammable materials, illegal substances, gas bottles, open liquids, perishable food, live animals, firearms, ammunition, or high-value items such as jewellery, cash, passports, confidential documents and fine art, unless specifically agreed in writing.

You are responsible for removing prohibited items before moving day. If such items are discovered during the move, GoMove may refuse to transport them and may charge for any delay or additional work caused. If you fail to disclose prohibited or hazardous items, you accept responsibility for any resulting loss, damage, injury, fine or third-party claim.

Insurance and Damage Cover

GoMove requires the Moving Partner assigned to your move to maintain goods-in-transit insurance appropriate to the Goods and Services booked, subject to the applicable policy terms, limits, exclusions, excesses and conditions. Goods-in-transit cover may cover Goods against events during transport, such as fire, collision or the vehicle overturning, but is not necessarily all-risk cover and may not cover general breakage, scratches, dents or ordinary knocks arising from normal handling.

Cover may vary depending on the Moving Partner and vehicle assigned to a move. Where you have specific insurance requirements, you must make these known before booking, and GoMove will confirm in writing the nature of the cover applicable to your move, including any material limits, exclusions and declared-value requirements.

Goods-in-transit cover does not extend to customer-packed cartons, items not disclosed before the move, high-value or sentimental items unless separately agreed in writing, internal or mechanical damage where there is no external damage, or pre-existing damage and ordinary wear.

For long-distance moves and on request, GoMove can arrange additional cover, including all-risk options, subject to written confirmation and at an additional cost. If you require protection beyond the cover confirmed for your move, you are encouraged to arrange your own insurance before moving day.

If the declared or actual value of the Goods exceeds the cover available for the assigned move, GoMove may require additional cover, a revised booking arrangement, or written confirmation that you accept the applicable cover limit before the Services proceed.

Access, Parking, Estates and Shuttle Vehicles

You must arrange suitable access and parking at both the collection and delivery addresses, and disclose any access issues before the move, including narrow roads, height restrictions, basement parking, long carries, stairs, unavailable lifts, building rules, estate procedures and permits.

Where estates, complexes or secure buildings apply, you are responsible for arranging access codes, sign-in documentation and any vetting the estate requires, and for any penalties or delays arising from non-compliance.

Where the vehicle cannot access the property directly, or where weight restrictions apply, GoMove may use a shuttle vehicle, additional labour or longer carrying distances, which may result in additional charges. Where access conditions create a risk of damage, GoMove may refuse to proceed or proceed only at your risk and instruction.

Loading, Offloading and Placement

GoMove will take reasonable steps to load, transport and offload Goods in an organised manner, but you accept that moving involves ordinary handling, lifting, carrying, vibration and movement-related risk. You or your representative must give clear instructions on where Goods are placed at delivery.

Collection and Delivery Records

At collection, GoMove or the assigned Moving Partner may prepare or confirm an inventory, collection record or condition report. You or your authorised representative should review that record, identify any visible pre-existing damage or discrepancies, and sign or electronically confirm it where requested.

At delivery, you or your authorised representative should check the Goods against the applicable inventory or delivery record and note any visible shortage, damage or other concern before signing the delivery record. A signed or electronically confirmed collection or delivery record is evidence of the Goods collected or delivered and their apparent condition at the relevant time, but does not prevent either party from raising a genuine issue that was not reasonably apparent at that time.

Where you request that Goods be moved through high-risk routes such as narrow spaces, balconies, difficult staircases or windows, you accept the associated risk. GoMove may refuse instructions that are unsafe, unlawful or likely to cause unreasonable risk.

Delays and Waiting Time

GoMove will make reasonable efforts to arrive and complete the move at agreed times, but times may be affected by traffic, weather, previous jobs, vehicle issues, building access or your readiness.

Where the crew is delayed because you are not ready, keys or lifts are unavailable, access or security is restricted, or payment is delayed, GoMove may charge waiting time after the grace period stated in your Quotation, booking confirmation or applicable rate card. GoMove will notify you or your authorised representative when waiting time begins, where reasonably practicable.

GoMove is not liable for indirect loss, loss of income, missed appointments or consequential losses caused by delays.

Additional Charges and Second Trips

Additional charges may apply where the actual move differs from the booking, including additional items, extra labour, additional vehicles, long carries, stairs, waiting time, additional stops, address changes, shuttle work, dismantling, reassembly or packing materials.

If your Goods do not fit in the vehicle booked, a second trip may be required, and GoMove will confirm the cost with you before proceeding. If you add items not on the confirmed inventory, a higher charge may apply and the associated liability falls on you. Where additional charges arise during the move, GoMove will explain the reason for the charge and obtain approval from you or a person you have identified to GoMove as authorised to approve changes to the booking. Approval may be given by signed record, email, WhatsApp or another electronic method accepted by GoMove. If immediate action is reasonably necessary to protect persons, Goods or property, GoMove may take reasonable protective steps without prior approval and will notify you as soon as practicable.

Dismantling, Assembly and Additional Services

Dismantling and reassembly of furniture, packing and wrapping are available on request.

These services add time to the move and are charged accordingly, per item or as quoted.

Tell us what you need when booking or on WhatsApp, and the team will confirm an updated price before the work is done. These services are only included where recorded on your quotation or booking confirmation.

Dismantling and reassembly may involve risks arising from the age, condition, prior assembly, hidden defects, inherent weakness or structural condition of an item. GoMove is not responsible for loss or damage caused by those factors, or by a risk that was disclosed to you and accepted by you. This does not exclude liability to the extent that loss or damage is caused by GoMove's or its Moving Partner's negligence, gross negligence or wilful misconduct and such liability cannot lawfully be excluded.

Payment

No deposit is required to book a standard local move, being a move where both the collection and drop-off addresses are within 50 kilometres of each other. Payment is made on completion at drop-off: the full quoted amount, together with any additional services and charges, must be settled in full before offloading takes place.

For long-distance moves (i.e any move that does not constitute a standard, local move as contemplated above), a 50% (fifty percent) deposit is required at the time of confirmation to secure your slot, with the balance settled in full before offloading.

GoMove accepts card and Electronic Funds Transfer (EFT) payments through registered payment providers, and is cashless.

A Move Now Pay Later option is available through a registered pay-later provider, allowing payment to be split over 2 to 6 months at 0% interest, subject to the provider's approval and terms.

GoMove does not handle or store your payment details.

GoMove reserves a legal right of lien over the Goods and may withhold offloading or delivery until all amounts due have been settled in full, subject to applicable law and any required notices. GoMove may charge reasonable storage, handling, recovery and related costs in connection with the Goods and, if any amounts remain unpaid and the Goods remain uncollected for 30 days after written notice to you, may deal with the Goods as permitted by applicable law. Failed, reversed or delayed payments may delay the service and may result in waiting time or additional charges.

Where any amount owed by you to GoMove is genuinely in arrears or otherwise in default and remains outstanding in excess of 20 (twenty) business days following demand, GoMove reserves the right, subject to applicable law, to report your failure to make payment to the relevant credit bureaux, provided that GoMove has sent formal notice by email, WhatsApp, SMS, telephone alert or physical-address delivery to your last known contact details, where permitted by applicable law, at least 20 (twenty) business days before the intended reporting. Such notice is deemed received when sent by email, WhatsApp or SMS, when communicated by telephone alert, or 3 (three) business days after physical-address delivery. GoMove will submit any required correction or clearance to the relevant credit bureaux within the legally required period after payment or resolution. All outstanding amounts will accrue interest at the rate of 24% (twenty-four percent) per annum.

Cancellations and Rescheduling

For local moves, rescheduling your move is free with at least 24 (twenty-four) hours' notice for local moves, given via WhatsApp on 066 341 9690, email to hello@gomove.co.za, SMS, telephone alert or physical-address delivery using GoMove's last known contact details, where permitted by applicable law. Notice is deemed received when sent by WhatsApp, email or SMS, when communicated by telephone alert, or 3 (three) business days after physical-address delivery.

Cancellations or rescheduling with less than 24 (twenty-four) hours' notice may incur a fee of 50% of the booking value, to compensate the partner for the reserved slot. Notice may be given through the channels and is deemed received in accordance with the preceding paragraph.

For long-distance moves, at least 7 days' notice is required to reschedule or cancel without a fee, given the planning and slot reservation involved. Notice may be given through the channels and is deemed received in accordance with the preceding paragraph.

Postponed bookings are subject to availability and may be repriced if the new date, inventory or access conditions differ from the original booking.

Incident Notification and Evidence

You or your representative should inspect Goods and property before the crew leaves the delivery address and should raise any visible concern at that time. You should submit any incident notification in writing by email to support@gomove.co.za, WhatsApp, SMS or physical-address delivery within 24 (twenty-four) hours after delivery where reasonably possible. An incident notification is deemed received when sent by email, WhatsApp or SMS, or 3 (three) business days after physical-address delivery.

If alleged damage was not reasonably discoverable on delivery, you must notify GoMove promptly after discovering it and provide an explanation for the later notification. GoMove may take the timing of the report into account when investigating the matter, but will not reject a report solely because it was made after 24 (twenty-four) hours where the delay was reasonable in the circumstances.

An incident notification should be submitted in writing with photographs, a description of the item and the alleged damage, and the relevant booking details.

Submitting a notification does not create a claim entitlement or mean GoMove accepts liability. You must not dispose of, repair or replace a claimed item before GoMove has had a reasonable opportunity to review the circumstances.

GoMove may reject reports that are unsupported, inconsistent, linked to customer packing or pre-existing conditions, or submitted after third-party handling. GoMove will record a reported incident, investigate it with the assigned Moving Partner and may request photographs, the relevant inventory or delivery record, and a reasonable opportunity to inspect the affected item or property.

Limitation and Exclusion of Liability

Insurance cover, where applicable, is subject to its policy terms and does not by itself determine GoMove's legal liability. GoMove's liability, if any, for loss of or damage to Goods is limited as set out in these Terms and applicable law.

GoMove is not liable for indirect, consequential, emotional, sentimental or financial loss, including (without limitation) loss of income, loss of business, accommodation costs, missed appointments or replacement value beyond ordinary direct loss.

GoMove is not liable for pre-existing damage, ordinary wear and tear, inherent weakness, mechanical or electrical derangement, internal damage where external packaging is intact, or damage resulting from inadequate customer packing.

GoMove is not liable for customer-packed, fragile, high-value, sentimental, prohibited or undisclosed items, or items you instructed GoMove to move despite identified risk.

To the fullest extent permitted by law, and subject to applicable law, GoMove’s total aggregate liability to you for any loss of or damage to Goods and/or property arising out of or in connection with the Services, whether in contract, delict, negligence or otherwise, will not exceed the total amount paid or payable by you to GoMove for the relevant move (the “Move Value”). This overall limit applies in addition to the other limitations set out in this clause, including the limitation to net insurance proceeds. Nothing in this clause limits GoMove’s liability to the extent that such liability, in particular for gross negligence, wilful misconduct or unlawful conduct, cannot lawfully be excluded or limited under the Consumer Protection Act 68 of 2008 or other applicable law.

Subject to applicable law, GoMove’s total aggregate liability to you for any loss of or damage to Goods arising out of or in connection with the Services, whether in contract, delict, negligence or otherwise, is limited to the net proceeds actually received by GoMove from the applicable goods-in-transit insurance policy in respect of the relevant claim, except to the extent that such loss or damage was caused by the negligence, gross negligence, wilful misconduct or unlawful conduct of GoMove or a Moving Partner and that liability cannot lawfully be excluded or limited.

GoMove is not obliged to make any payment in respect of a claim unless and until it has received the applicable insurance proceeds. GoMove’s liability will not exceed the amount actually received by GoMove after deduction of any policy excess, uninsured amount, deductible, recovery cost, insurer adjustment, or amount not paid by the insurer under the applicable policy.

If no goods-in-transit insurance applies to the relevant loss or damage, or if the insurer declines, limits or does not pay the claim for any reason, GoMove will have no liability for that loss or damage, except to the extent that such loss or damage was caused by the negligence, gross negligence, wilful misconduct or unlawful conduct of GoMove or a Moving Partner and that liability cannot lawfully be excluded or limited.

You indemnify and hold harmless GoMove, its directors, employees, contractors, Moving Partners and authorised service providers against any direct loss, damage, liability, claim, demand, fine, penalty, cost or expense (including reasonable legal costs) arising from or in connection with:

• any breach by you of these Terms;
• inaccurate, incomplete or late information supplied by you, including information concerning the Goods, their value, access conditions, parking, building or estate requirements, special-handling requirements, or the authority of a person giving instructions or approving additional charges;
• any prohibited, hazardous, illegal, undisclosed or improperly packed item included with the Goods;
• unsafe conditions at a collection or delivery address, except to the extent caused by GoMove or its Moving Partner;
• your failure to obtain required access, permissions, permits, parking arrangements, building approvals or estate clearances; or
• a claim by a third party arising from an act or omission for which you are responsible.

Nothing in these Terms excludes or limits GoMove's liability for direct loss or damage to the extent caused by the negligence, gross negligence, wilful misconduct or unlawful conduct of GoMove or a Moving Partner, where that liability cannot lawfully be excluded or limited. Any limitation or exclusion in these Terms is subject to applicable law, including any rights that may apply under the Consumer Protection Act.

Property, Building and Access-Related Damage

You are responsible for ensuring that the collection and delivery premises are suitable and that access routes are clear and safe.

GoMove is not liable for damage to walls, floors, ceilings, doors, gates, driveways, gardens, lifts, staircases, railings, windows or common property where access constraints were not disclosed or where you instructed GoMove to proceed despite risk. This does not exclude liability for property damage to the extent directly caused by the negligent operation of a vehicle or negligent handling by GoMove's crew or Moving Partner, subject to the limitations and claims process in these Terms and applicable law.

GoMove will provide surface or floor protection only where expressly included in the quotation. Where building, body corporate, estate or landlord rules apply, you are responsible for compliance and any resulting penalties or charges.

Weather, Breakdown and Force Majeure

GoMove is not liable for failure, delay or non-performance caused by events beyond its reasonable control, including extreme weather, flooding, road closures, accidents, vehicle breakdowns, strikes, protests, civil unrest, power outages, building access failures or government restrictions.

Where such an event occurs, GoMove may postpone, reschedule or cancel as reasonably necessary and will communicate with you as soon as practical. If a vehicle breakdown, accident, hijacking, security incident or similar event affects your move, GoMove will use reasonable efforts to arrange an alternative vehicle, crew, recovery solution or revised schedule where feasible, subject to availability, safety requirements, the nature of the incident and any applicable insurance or law-enforcement process.

Customer Behaviour and Staff Safety

GoMove may suspend, postpone or cancel a service where crew are subjected to abuse, threats, harassment, discrimination, intoxicated or aggressive behaviour, unsafe conditions or illegal activity.

You must ensure the working environment is safe and free from hazards. Where GoMove cancels or suspends due to unsafe or abusive conditions, you may remain liable for costs already incurred and time allocated.

Intellectual Property

All intellectual property rights in GoMove’s name, trade marks, logos, branding, website, platform, software, booking tools, quotations, photographs, content, templates, operational processes, pricing materials and other materials made available by or on behalf of GoMove remain the property of GoMove or its licensors.

You may use GoMove’s materials only to request, book, manage or receive the Services. You may not, without GoMove’s prior written consent, copy, reproduce, modify, distribute, publish, commercially exploit, reverse engineer, interfere with, or create derivative works from any GoMove material, or use GoMove’s name, trade marks, logos or branding in advertising, promotional material, social-media content or public communications.

Nothing in these Terms transfers to you any right, title or interest in GoMove’s intellectual property. You retain ownership of material that you provide to GoMove, but grant GoMove a non-exclusive, royalty-free licence to use, reproduce, store and share that material to the extent reasonably necessary to quote for, arrange, perform, administer, investigate and improve the Services, subject to applicable law and GoMove’s Privacy Policy.

Personal Information

GoMove processes personal information in accordance with applicable data-protection law, including the Protection of Personal Information Act 4 of 2013 (“POPIA”), and GoMove’s Privacy Policy.

For purposes of providing, administering and improving the Services, GoMove may collect, receive, record, organise, store, update, retrieve, use, disclose and otherwise process personal information relating to you, your authorised representatives, collection and delivery contacts, and any other person whose information you provide. This information may include names, contact details, identity or verification information where required, collection and delivery addresses, access and estate information, inventory details, photographs, communications, booking and payment information, collection and delivery records, incident and claim information, and vehicle, crew and job-status information.

GoMove processes personal information where it is necessary to provide the Services, take steps at your request before entering into a contract, comply with a legal obligation, protect a legitimate interest of GoMove, you or a third party, or where you have provided consent where consent is required by law.

GoMove may share relevant personal information with Moving Partners and other service providers involved in quoting for, arranging, performing, supporting, administering, investigating or improving the Services. GoMove may also disclose relevant personal information to payment providers, insurers, professional advisers, information-technology and communications providers, regulators, law-enforcement bodies, courts, and other persons where reasonably necessary for a claim, complaint, dispute, fraud-prevention purpose, legal obligation, or the protection of persons, property or GoMove’s rights. GoMove requires service providers processing personal information on its behalf to keep it confidential, implement appropriate security safeguards, and process it only for authorised purposes and in accordance with applicable law and GoMove’s documented instructions.

GoMove may communicate with you by telephone, email, WhatsApp, SMS, telephone alert, physical-address delivery or other electronic means in connection with your quotation, booking, payment, move, incident notification, complaint or other service-related matter, using your last known contact details where permitted by applicable law. A notice is deemed received when sent by email, WhatsApp or SMS, when communicated by telephone alert, or 3 (three) business days after physical-address delivery. GoMove will send direct-marketing communications only where permitted by applicable law, and you may opt out of direct marketing at any time by using the unsubscribe facility provided or contacting GoMove.

You warrant that you are authorised to provide GoMove with the personal information of any other person identified in connection with the Services, including collection or delivery contacts, and that you have informed those persons that their personal information may be processed as described in these Terms and GoMove’s Privacy Policy.

GoMove will take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, destruction or disclosure. If GoMove becomes aware of a security compromise affecting your personal information, GoMove will take reasonable steps to investigate, contain and address the compromise and will provide any notification required by applicable law.

GoMove will retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to provide the Services, maintain business and financial records, manage claims and disputes, comply with legal obligations, and protect or enforce GoMove’s rights. Personal information may be processed or stored outside South Africa where reasonably necessary for GoMove’s operations or the use of service providers, provided that GoMove will take reasonable steps to ensure that the recipient is subject to laws, binding corporate rules or contractual obligations that provide an adequate level of protection as required by POPIA.

Subject to applicable law, you may request access to, correction of, deletion of, or information about GoMove’s processing of your personal information, object to certain processing, withdraw consent where processing is based on consent, or lodge a complaint with the Information Regulator. Requests may be submitted using the contact details in GoMove’s Privacy Policy. Nothing in this clause limits any right you may have under POPIA or other applicable law.

Complaints and Disputes

Any complaint or dispute arising out of or in connection with these Terms, a booking or the Services must be submitted to GoMove in writing by email, WhatsApp, SMS or physical-address delivery as soon as reasonably possible, with the relevant booking details and supporting information. A complaint or dispute notice is deemed received when sent by email, WhatsApp or SMS, or 3 (three) business days after physical-address delivery. GoMove will acknowledge receipt within a reasonable time and may request further information, photographs, records or a reasonable opportunity to inspect the relevant Goods or property. GoMove will investigate the matter with the assigned Moving Partner and aim to provide an outcome or progress update within a reasonable period, taking account of the complexity of the matter and any insurer, supplier or third-party involvement.

If the complaint or dispute is not resolved through GoMove’s investigation, either party may give the other written notice by email, WhatsApp, SMS, telephone alert or physical-address delivery requiring the parties to attempt to resolve it through good-faith negotiations, using the recipient's last known contact details where permitted by applicable law. That notice is deemed received when sent by email, WhatsApp or SMS, when communicated by telephone alert, or 3 (three) business days after physical-address delivery. The parties must use reasonable efforts to resolve the dispute within 14 (fourteen) business days after that notice, or within another period agreed in writing.

If the dispute is not resolved by negotiation, either party may refer it to mediation administered by the Arbitration Foundation of Southern Africa (“AFSA”), or another recognised mediation provider agreed by the parties. The mediation will take place remotely or, if the parties agree, in the city where the Services were principally performed. The parties will share the mediator’s fees equally, unless otherwise agreed in writing or determined in a later arbitration.

If the dispute is not resolved within 20 (twenty) business days after referral to mediation, or if either party refuses or fails to participate in mediation after receiving reasonable written notice by email, WhatsApp, SMS, telephone alert or physical-address delivery using the recipient's last known contact details where permitted by applicable law, the dispute will be finally resolved by confidential arbitration administered by AFSA in accordance with its expedited commercial arbitration rules then in force. That notice is deemed received when sent by email, WhatsApp or SMS, when communicated by telephone alert, or 3 (three) business days after physical-address delivery. The arbitration will be conducted by a single arbitrator appointed by AFSA, in English, remotely or at a venue determined by the arbitrator having regard to the parties’ convenience and the value and nature of the dispute. The arbitrator’s award will be final and binding and may be made an order of any court of competent jurisdiction. The arbitrator may determine the allocation of the costs of the arbitration.

Nothing in this clause prevents either party from seeking urgent interim or conservatory relief from a court of competent jurisdiction. Raising a complaint or dispute does not suspend your obligation to pay undisputed amounts due.

Where you are a consumer in terms of the Consumer Protection Act 68 of 2008 (as amended), this clause does not limit any non-excludable right or remedy available to you under applicable South African law, including your right to approach a court, consumer-protection body or other forum where you are entitled to do so by law.

Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa, and the parties submit to the jurisdiction of the South African courts.

Changes to Terms

GoMove may update these Terms from time to time. The version applicable to your booking is the version provided or made available at the time of booking, unless agreed otherwise in writing.

GoMove may assign or transfer these Terms, any booking, or any amounts due to an affiliate, successor, purchaser of its business, or financing or collection provider. You may not assign or transfer any of your rights or obligations under these Terms without GoMove's prior written consent, except where applicable law provides otherwise. If any provision of these Terms is held to be invalid, unlawful or unenforceable, that provision will be severed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

No failure or delay by GoMove in exercising any right, power or remedy under these Terms will operate as a waiver of that right, power or remedy, nor will any single or partial exercise preclude any further exercise of it or any other right, power or remedy. These Terms, together with the applicable Quotation and booking confirmation, constitute the entire agreement between you and GoMove in relation to the Services and supersede all prior discussions, representations, understandings and agreements relating to the Services. Any variation to these Terms, the applicable Quotation or booking confirmation is effective only if confirmed by GoMove in writing.